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Henry Ramirez

Henry Ramirez

Helpdesk Support

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location of Henry RamirezPanama

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  • Timeline

  • About me

    Unified Communications Voice Engineer at Alorica

  • Education

    • Academia de Matematicas Y Comercio Jose A. Zambrano R.

      1992 - 2003
      Bachelor's degree in commerce and accounting

  • Experience

    • CNS Panama

      Apr 2008 - Sept 2010
      Helpdesk Support

      Outsourcing for Johnson & Johnson Panama. End user’s technical support for the Caribbean and central America region.Responsible for equipment inventory.Organize and implement new projects devices installation.Repair, test and installation of network cables.First person of contact for all new requirements and tickets.End user support via instant messaging applications or remote sessions.

    • National Asset Recovery Service

      Sept 2010 - Nov 2011
      Helpdesk Support 1

      End user’s technical support.Responsible for daily network equipment inspection (Physical inspection)Perform basic tasks in the call center’s pbx.Network and end user devices monitoring.Network devices services monitoring.Network and telephony devices support.Network and telephony team assistance.Servers team assistance.Organize and implement new projects devices installation.Repair, test and installation of network cables.First person of contact for all new requirements and tickets.End user support via instant messaging applications or remote sessions. Show less

    • Integrity Solution Services, Inc.

      Nov 2011 - Jan 2014
      Network & Telephony Engineer 1

      Responsible of network and telephony equipment maintenance and monitoring.Configuration and administration of network and telephony equipment.Document current devices configuration and processes related to new devices configuration.Perform scheduled and unscheduled maintenance as required.Provide technical support to other departments to ensure good functionality of end devices.Work with service providers to troubleshoot communication failures between sites.Worked with:*Cisco (IOS, ASA) * Avaya (CMS, Site Administration, IP Phones) * Asterisk *Dell (Switch) *Windows Server (DHCP, DNS, Active Directory) *OpenNMS * Sensaphone *Avocent *Juniper *Polycom (IP Phones) Show less

    • Tron Technologies

      Mar 2014 - Feb 2015
      Service Desk Analyst

      Daily technical support to the company workers.End user devices and network equipment monitoring.Network devices services monitoring.Network and telephony team assistance.Server team assistance.Organize and develop new projects for the company.Installation, configuration and troubleshoot of technological devices.Structured cabling test, installation and repairing.First person of contact for daily technological support needs.Remote access users support via phone or instant messaging applications.Worked with: *Windows server 2008 *Windows server 2012 * Active Directory * Windows Remote Desktop Services *Internet information Services *Windows 7 *Windows 8 *X-Lite (sofphone) *Cisco IP Phone (Hardphone) *Web Helpdesk *JIRA Show less

    • Radius Global Solutions

      Feb 2015 - Oct 2015
      Operations Support & Telephony Analyst

      Daily technical support to the company workers.Server team assistance.Installation, configuration and troubleshoot of technological devices.Structured cabling test, installation and repairing.Network and telephony equipment maintenance and monitoring.Configuration and administration of network and telephony equipment.Perform scheduled and unscheduled maintenance as required.Provide technical support to other departments to ensure good functionality of end devices.Working With:* Avaya (CMS, Site Administration, IP Phones) *Windows Server (DHCP, DNS, Active Directory) *Service Desk ticketing Systems * ADManager Show less

    • Expert Global Solutions

      Oct 2015 - Feb 2020
      Telecommunications Analyst

      Plan, design, and configure new and improve existing telecommunication technology.Analyze existing telecommunication technology and research methods of improving existing processes.Perform necessary telecommunication administration procedures including adding, changing, and moving end user voicemail boxes and extensions.Support Call Center end users globally.Partner with Client Program Managers to ensure the efficient delivery of client telecommunications needs

    • Alorica

      Feb 2020 - now
      Unified Communications Analyst II

      Plan, design and configure new and improve existing telecommunication technology.Plan, design and work with different teams for cloud migrations (Voice).Analyze existing telecommunication technology and research methods of improving existing processes.Partner with Client Program Managers to ensure the efficient delivery of client telecommunications needs

  • Licenses & Certifications